Help Desk Escalation Management
Stay on top of tickets that matter

HappyFox help desk escalation features allow you to always stay on top of your tickets and SLAs.

Having complete control over ticket resolution is essential to deliver flawless customer service. Based on the ticket criticality, your help desk should provide automatic escalation management from the lower level engineer right up to the higher management.

HappyFox help desk manages all your ticket escalation based on your pre-defined conditions to get tickets automatically escalated to the right person for their prioritized attention.

Escalate help desk tickets to custom set priority status

Priority based Escalation ManagementAutomatically assign critical tickets to the right staff by using custom ticket statuses defined based on priorities. Create statuses like ‘Normal’ or ‘High priority’ so that a normal ticket will only be addressed by your support staff while high priority will be taken up by team leads. Manage priority based escalations and eliminate any delay in ticket resolution.

Complexity based Escalation ManagementBased on the levels of your engineering team, create Smart Rules and build an escalation matrix that will automatically select the most complex tickets to be assigned to your highest level engineer to be actioned at the earliest. Create complexity-based custom statuses and enable tickets to be assigned to the right staff.

Escalate help desk tickets based on custom status
Escalate help desk tickets based on custom set SLA's

SLA based Escalation ManagementSLA breaches take a toll on support agents as well as impacts customer satisfaction. HappyFox SLA management lets you address that issue directly by letting you automatically escalate tickets based on their SLA. Proactively assign a ticket to senior technicians or management when a ticket is about to breach SLA for them to remediate.

Customer based
Escalation Management
Avoid revenue losses due to delays in addressing a ticket from a high value customer. Create an escalation matrix based on the importance of customer, so that high value customer tickets get directly escalated to higher level staff and get resolved quickly.

Set priority and escalate ticket based on your customers
Escalate support tickets based on custom smart business rules

Smart Rules and
what they do for you
No matter what type of escalation you are looking to achieve, HappyFox allows you to automate all of them with the help of Smart Rules. Whether it is based on status, customer or SLA, HappyFox makes sure the right escalation is done at the right time so that service delivery is never affected.

Create your own help desk escalation management
matrix to reap rich dividends.
Improve service delivery and support efficiency
Improve service delivery and support efficiency
Enhance relationships with high value customers
Enhance relationships with high value customers
Eliminate chances of SLA breach
Eliminate chances of SLA breach
Never let tickets get assigned to the wrong staff
Never let tickets get assigned to the
wrong staff

A great product backed with equally great support, just what I am trying to achieve with my customers!

James Powell,
FatcatIT

FatcatIT

Other Help Desk features